Support Hours
U.S. & North America
Mon-Fri: 8 AM - 8 PM ET

Europe
Mon-Fri: 8 AM - 1 AM GMT

Australia, Asia, Pacific
Mon-Fri: 8 AM - 5 PM DST

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Customer Support

 

Welcome to ChannelAdvisor's Support Center. We are committed to ensuring that our customers find resolutions for their questions in a timely manner. To make it easier for you to find the answers you  need, we have redesigned our support pages to provide additional resources.

Mission Statement


To provide technical support to ChannelAdvisor clients to resolve issues, optimize usage and maximize product and company satisfaction. A team of dedicated individuals, we work together to create an environment of success for each other and for our clients.

Standard Hours of Operation


Our team operates on three continents and offers emergency coverage during local holidays, nights and weekends. These multiple geographies cover the ChannelAdvisor client base regardless of location, offering extended hours across the globe and emergency, 24-hour coverage.

How to Contact Support


The primary way to contact support is via the Create new Case form on the Strategy and Support Center (SSC) –   http://ssc.ChannelAdvisor.com/support /create-case . We'll do our best to respond within 24 hours.

Before contacting Technical Support to create a case be sure to check out these resources:

  • Getting Started Guides for eBay and Amazon.
  • For the quickest solution, try searching for your problem in the Frequently Asked Questions library. We have built out our FAQs library to document quick fixes for the most common problems, so you'll soon be back on track.
  • Need your password reset? Billing inquiries or perhaps a new posting account? Check out our Common Support Requests.
  • Want to reach out to other sellers? Use our Community Forums.
  • Follow the progress of your existing cases using View Your Cases.

 

Support Expectations


Our goal is to respond to an inquiry or ticket submission within one business day. Response times vary based on case volume, which fluctuates between 1000 and 1200 tickets per week. The Support Team on average closes 36% of tickets in the same day, and 48% close within 24 hours.

Get to Know ChannelAdvisor’s Support Team


  • Our Support Team is award winning for excellence.
  • After every case is closed a survey is sent for feedback. EVERY response is read and responded to accordingly for constant improvement.
  • Our average Customer Satisfaction score is greater than 95%.
  • We resolve more than 90% of our cases inside the Support team without requiring escalation to our internal Engineering and Operations team.
  • We live in six cities around the world to accommodate our global customer base and the variety of time zones.

 

 

1.97279
Your rating: None Average: 2 (147 votes)
1.97279
Your rating: None Average: 2 (147 votes)
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